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Ovo_user
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July 10, 2025
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Incorrect status codes in OVO account section of Experian credit report

  • July 10, 2025
  • 8 replies
  • 209 views

In my Experian credit report, the OVO account section has some random late payment codes for specific months of about three years ago. These make no sense at all, as I never paid a bill late, and I suspect they may be related to the switch from SSE not long before that.

Experian recommends to contact the lender to have the incorrect information amended, before opening a dispute if that doesn’t work.

Did anyone have a similar problem? What’s the best way to get in touch with OVO to remove the incorrect information?

Thanks!   

Best answer by Blastoise186

Updated on 01/09/25 by Emmanuelle_OVO:

Hi ​@Ovo_user 

Probably the best solution is to call 0800 069 9831 for the Collections Team. If they verify these codes are incorrect, they have the authority to erase them. Please be aware that this can take a while - OVO only sends updates to Experian once a month.

You can find our Credit Check FAQs on our website here
​​​​​​

8 replies

Blastoise186
Super User
Blastoise186Super UserSolved
Super User
July 10, 2025

Updated on 01/09/25 by Emmanuelle_OVO:

Hi ​@Ovo_user 

Probably the best solution is to call 0800 069 9831 for the Collections Team. If they verify these codes are incorrect, they have the authority to erase them. Please be aware that this can take a while - OVO only sends updates to Experian once a month.

You can find our Credit Check FAQs on our website here
​​​​​​

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    O
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    Ovo_userAuthor
    Rank 3
    July 10, 2025

    Hi,

    thank you for your suggestion; I’m not too keen about making long phone calls to ask that they amend their mistake. Would the chat be of any use in this case? Or is there an email address for these kinds of issues?   

    Blastoise186
    Super User
    Blastoise186Super User
    Super User
    July 10, 2025

    If Live Chat is easier for you, sure thing. You can’t reach Collections that way as easily, but you can reach the Support Team who can either transfer the chat or raise a case for you. It’s much faster than email!

    Details below:

     

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      Ovo_userAuthor
      Rank 3
      July 10, 2025

      OK thanks. I think that the main problem with the chat is that it is difficult to resume a previous conversation if needed, whereas the email has a “permanent” thread that can be easily referred to in follow-up interactions, without having to repeat the whole story. Is there an official email address for these issues?

      Blastoise186
      Super User
      Blastoise186Super User
      Super User
      July 10, 2025

      As long as you’re OK with the response times being massively slower via email, that I can do. Try hello@ovoenergy.com in the first instance.

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      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      July 10, 2025

      Hey ​@Ovo_user,

       

      As our Collections Team are a specialised team you’ll need to call them directly on 0800 069 9831. If you go any other route it can prolong your journey as you’ll need to be transferred from one team to another. 

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      O
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      Ovo_userAuthor
      Rank 3
      July 10, 2025

      Thanks. I’m still not sure why I should spend time in a phone call dealing directly with the Collections Team for amending wrongly reported information that I’m not responsible of. I was hoping that just reporting the issue via Chat or email would be enough to activate the relevant team to correct the error. 

      Chris_OVO
      Community Manager
      Chris_OVO
      Community Manager
      July 11, 2025

      Hey ​@Ovo_user, 

       

      ​Give the Collections team a ring to report the issue. They'll probably have a few questions to get all the details.

       

      Keep us updated on your progress! 

      Renewable energy jokes never get old.
      Terms & ConditionsAccessibility statement

      OVO Energy Ltd, Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ, (Company no. 06890795) registered in England and Wales.

      OVO (S) Gas Limited is registered in England and Wales (Company No. 02716495) at Floor 5, Crescent, Temple Back, Redcliffe, BS1 6EZ.

      OVO (S) Gas Limited is part of OVO Group Ltd